Raising a return
A return always starts from the order it came from.
- Open the order, or go to Returns and start from there.
- Press Take this back.
- Choose the lines and quantities coming back. A line already on another return is not offered twice.
- Say why: faulty, damaged on the way, not as described, we sent the wrong thing, no longer wanted, arrived too late, or something else.
- Add what the customer said in their own words, which is what whoever opens the box will want.
- Press Raise the return. You get an RMA reference the customer can quote.
Nothing moves yet. The parcel has not arrived and nobody has looked at it.
Accepting or refusing
Accept it or Refuse it record your answer to the request. Cancel this return is for one raised by mistake. None of them touches stock.
When the parcel arrives
- Open the return.
- Under The parcel arrived, say how many of each line are in the box.
- Press Book it in.
This records what turned up and nothing else. The shelf has not changed, because nobody has decided whether what arrived is sellable.
Where did it go
This is the moment the numbers change. For each item that arrived, choose one:
- Back on the shelf. On hand goes up and the item is available to sell again.
- Damaged. Recorded as written off. Stock does not go up.
- Held. For when the honest answer is "I do not know yet". It is accounted for and out of the way, and can be decided later.
Add a note, then press Record it. A line that was never matched to anything in the catalogue is recorded without moving stock, and says so.
Recording a refund
Record the refund writes down what you gave back and when. It does not move money and does not tell the channel: refunds are made where the payment was taken, and a system that pretended otherwise would be the one place a refund looks done and is not.
Closing it
Close this return when everything that arrived has been accounted for. It refuses while anything is still waiting to be inspected, because a closed return with goods nobody looked at is how stock quietly goes missing.
The statuses
| Status | Meaning |
|---|---|
| Asked for | Raised, not yet answered. |
| Accepted | You agreed to take it back. |
| Arrived | Something has been booked in. |
| Closed | Everything that arrived is accounted for. |
| Refused | You declined the request. |
| Cancelled | Raised by mistake, or withdrawn. |
The Returns screen shows open ones by default. Show closed ones too includes the rest, and every return keeps the order it came from beside it.